Frequently Asked Questions: Insurance at Techcombank

Customers can receive the insurance policy after the contract is issued in two ways:

• Customers receive the electronic insurance policy via SMS, email in the form of a link (if the customer has registered email with the company).
• At the same time, the customer will receive a paper insurance policy that does NOT include the terms and conditions of the product (If the customer chooses to print the insurance policy on the ePOS)

In case the customer needs to print a paper insurance policy with full conditions and terms of the product, the customer can request the MVL BCS and pay 55.000 VND for the invoice printing fee.

• The insurance policy issued in the form of an electronic contract is in accordance with the law, therefore, the insurance policy of the customer is completely legally valid and is the basis for the parties to implement and comply, ensuring the rights and interests of the parties..
• The electronic insurance policy is stored at ManuConnect Portal (hopdongcuatoi.manulife.com.vn) during the validity of the contract.

Within 05 days since the insurance policy is issued, the customer will receive a Welcome call from the number (028) 62757 196 or (028) 54160708
Call purpose

• Welcome customers to join Manulife's insurance policy and identify customers
• Confirm customer's contact information
• Confirm the insurance policy’s information that customers have participated in
• Confirm insurance consulting information
• Confirm that customers have more questions to ask 

ManuConnect can help customers with

• Changing basic information: email, contact address, phone number, personal tax code
• Querying insurance policy information
• Paying insurance premiums
• Claiming settlement of insurance benefits
• Managing personal information

Please refer to the MANUCONNECT MANUAL for details.

Please submit your claim and related evidence within 12 months from the date of the insured event. If customers submit a claim after 12 months, the company has the right to refuse to settle the insurance claim.

Please refer to the detailed procedure for claiming insurance benefits at

https://www.manulife.com.vn/vi/dich-vu/giai-quyet-quyen-loi-bao-hiem/huong-dan-yeu-cau-giai-quyet-quyen-loi-bao-hiem.html

The insurance company will quickly process claims for insurance benefits, depending on the benefit coverage types:
1. Insurance coverage for hospitality allowance, inpatient/outpatient, dental, and maternity allowance

• Valid/complete documents: 9 days.
• Invalid/full profile: 37 days

2. Insurance coverage for death, permanent/proportional disability, fee waiver, Serious illness/Disease by gender, Support surgery/rehabilitation surgery.

• Valid/complete documents: 11 days. 
• Invalid/full profile: 39 days

In the event of a refusal to pay, the company will issue a written statement stating the reason for the refusal.

Customers can choose one of the following methods of receiving insurance benefits: 

Please check the status of your claim by contacting Hotline Manulife (19001776 #1 #1) or sending an email to khachhang@manulife.com / Claims-online@manulife.com or contacting a Customer care consultant.

(*) POS is only available to swipe the first fee (including topup) corresponding to the amount in the illustrated table.

Customers are entitled to an extension of 60 days from the date the insurance contract is due for premium payment. 

Within 3 working days from the date Manulife acknowledges the payment amount, Manulife will send the customer a confirmation of payment via SMS/CWS. After this time, if customers have not received confirmation messages/emails, please check ManuConnect or contact Manulife Hotline (19001776 #1 #1) for support. 

As soon as the customer receives an SMS from Manulife about the insurance policy being charged, the customer can log into the ManuConnect Portal (hopdongcuatoi.manulife.com.vn) to download the e-invoice.

Customers can choose one of the following contacts:
Techcombank:

• The consultant who takes care of the customer's insurance policy
• Reflect directly at the nearest TCB branch
• Hotline 24/7: 1800 588822 (domestic) or 84 24 3944 6699 (overseas)

Manulife:

• Hotline Manulife (19001776 #1 #1)
• Email Manulife: khachhang@manulife.com
• Reflect directly at the BCS/CS Manulife counter

Customers from Silver class and above will enjoy Manulife's customer care programs, specifically:

Note: Program rules will be changed and adjusted by Manulife from year to year
Customers please visit Manulife's website to get an update on annual promotions:
https://www.manulife.com.vn/en/dich-vu/cham-soc-khach-hang/khach- hang-uu-tien.html

With the current density of traffic in Vietnam, a car insurance policy will give customers complete peace of mind that the insurance company will always support all costs of repairing and maintaining their property. If there is a problem on the road 24/24, even the customer will be guaranteed by the insurance company to issue a new car in case of serious loss (75% of the car's value) or the car is stolen.

In addition, to support the bank in effective risk management, a car insurance is one of the mandatory conditions for the customer's auto loan contract. This condition has been specified in the loan procedure at Techcombank as well as at other banks.

Customers can choose the insurance companies that are suitable for themselves, however, Techcombank encourages customers to consider and choose this service at Techcombank because it will bring preferential benefits to customers like:
- Enjoy preferential insurance premium up to 30% compared to price in this market
- Free insurance for 3 extended benefits (choose where to repair, be changed to a new car without depreciation, engine damage due to hydrocklocking)
- The insurance application procedures before disbursing is simpler
- Committed to quality service before and after sales by the leading insurance partners in the market
- Supported and consulted by Techcombank for information and compensation procedures in the future

Most importantly, Customers can be consulted and selected right at Techcombank, leading insurance companies in Vietnam which are cooperating with Techcombank to bring customers the simplicity and convenience of procedures with commitment to ensure quality service before and after sales for Techcombank's customers.

Customers can call the hotline of the insurance company (the phone number is listed in the insurance certificate - this document is always carried by the customer on the road) or call the hotline of Techcombank for instructions and support.

For the bank's risk management: The condition of having 3 extended benefits is a mandatory condition
For the benefits of customers: These 3 extended benefits will help increase the comprehensiveness and completeness of insurance benefits for the value of the customer's property against unforeseen risks causing economic damage to customers. 
Therefore, Customers must buy all 3 of these extended benefits in any case.

For insurance policies that customers purchased or were given a private home insurance and that insurance company is not in the list of Techcombank's partners, customers need to carry out procedures to confirm 3 parties transferring insurance benefits to Techcombank (as a sample of Techcombank). If you buy insurance from Techcombank's insurance partners, you will not have to do this procedure.

When choosing a loan product package to pay for insurance, it will bring customers the following utilities and benefits:
+ Customers will enjoy a more preferential fee, 20% lower than buying each year
+ Customers always have peace of mind and do not have to take time to renew their annual insurance because their assets will be insured during the loan period at Techcombank.
+ Customers do not have to pay a large insurance premium immediately; this amount will be divided into several small amounts and the customer will pay in lump sum with the loan and monthly interest.

In order to ensure the safety of the customer's assets and support the bank in risk management, current banks, including Techcombank, require the term of the auto insurance policy to be at least one year or more. Thus, if the customer has purchased a car insurance for themselves before, the customer can check how long the insurance has been purchased and in case that it wasn’t a one-year or more insurance policy, customers may be required to purchase a supplement to cover one year or be encouraged to purchase for the remaining time of the loan at the bank.

In case customers is only allowed to keep a copy of the insurance policy, in order to complete the claim procedure with the insurance company, customers will lose time and travel expenses to obtain the bank's confirmation.

The fact that the customer keeps the original set of insurance policies will help customers more convenient and faster in the process of making compensation if there is a risk or loss.

With Techcombank, buying insurance for less than 100% of the vehicle value will not greatly affect risk management, but will greatly affect the interests of customers, as follows:
+ In case when a loss occurs, the customer must take the car to the garage for repairong or replacing with new components or spare parts, the insurance company will only pay an amount equivalent to a percentage of the repair cost or the value of the vehicle or components. Therefore, customers will be very disadvantaged when they have to spend a considerable amount of money to pay for car repair or to buy new replaced parts or components.
+ If the insurance is not enough for the car, the compensation procedure will be more complicated involving the appraisal and valuation of the loss at a lower rate than the actual compensation value. It will take longer for customers to receive compensation.

Therefore, to ensure that the customer's property is always fully and comprehensively insured, the customer needs to buy insurance for 100% of the vehicle value.

Private home insurance will give customers complete peace of mind when their property is always protected by the insurance Company 24/24 and supports all costs of repair and construction of the house, as well as repair and replacement costs. Replace parts for the car if the house and car have problems.

In addition, in order to support banks in effective risk management, participation in private home insurance is one of the mandatory conditions for a customer's home loan contract. This condition has been specified in the loan procedure at Techcombank.

Customers can choose the insurance companies that are suitable for themselves, however, Techcombank encourages customers to consider and choose this service at Techcombank because it will bring preferential benefits to customers like:

• Insurance premium has been agreed by Techcombank with the insurance company to issue to Techcombank's customers at a preferential rate compared to the market price.
• Insurance contracts have been agreed with Techcombank with partners to ensure maximum benefits for customers.
• Insurance application procedures before disbursing are simpler
• Get support and advice on information and compensation procedures by Techcombank in the future

Most importantly, customers can be consulted and selected right at Techcombank, leading insurance companies in Vietnam are cooperating with Techcombank to bring customers the simplicity and convenience of procedures with commitment to ensure quality service before and after sales for Techcombank's customers.

Customers can call the hotline of the insurance company (the phone number is listed in the customer's home insurance certificate) or contact the Techcombank specialist in charge of the customer's loan for guidance and support.

In order to ensure the safety of the customer's assets and support the bank in risk management, current banks, including Techcombank, require the term of a home insurance policy to be at least one year or more.

Thus, if the customer has purchased home insurance in advance, customers can check how long the insurance has been purchased and if it is lacking, customers can buy additional for a full year or be encouraged to buy it for the remaining period of time of the loan at the bank

For insurance policies that customers purchased or were given a private home insurance and that insurance company is not on the list of Techcombank's partners, the insurance documents will be checked for the completeness and validity of the Bank's regulations. If you buy insurance from Techcombank's insurance partners, you will not have to do this procedure.

When customers join a loan at Techcombank, they are completely assured in arranging loan repayment when there are unforeseen events in life. Specifically as:
When an insured event occurs, such as the insured's inability to generate income due to accident or health causes resulting in total permanent disability or death. the insurance company (the partner of Techcombank) will pay the entire remaining balance of customers’ loan to Techcombank on behalf of customers.

The insurance contract will automatically terminate after the customer pays the loan (principal and interest) atTechcombank.

Firstly, this is a credit insurance product specifically designed by Techcombank for its customers. Therefore, the fee is very low but the benefits are great and always guaranteed to be equivalent to the customer's current loan.
The second is that joining a life insurance policy outside Techcombank requires quite strict requirements on the procedures and conditions of participation.
With the service that Techcombank provides, it will be completely convenient for customers and simple and professional procedures help customers feel secure and comfortable.

Customers will be insured for the duration of the home loan at Techcombank.

Usually the insured is the main source of income for the family. However, both husband and wife can also be insured (Co-insurance) in the contract. The customer allocates the insurance percentage for the two people and the total insurance benefit does not exceed 100% of the value of the loan. 

Customers only have to answer honestly a few basic questions related to their health. Most customers do not have to go to a medical examination when participating in insurance. However, based on some of the answers in the health-related insurance claim documents, the insurance company will consider each case inviting the customer to see a doctor. The health check service is for the benefit of customers and is free of charge.

Customers can call the hotline of the insurance company (the phone number listed in the customer's home insurance certificate or call the Techcombank hotline for guidance and support.

When customers are no longer able to generate income due to health risks (accident or illness).

When an insured event occurs, Prevoir Vietnam Insurance Company will pay the entire remaining balance (principal and interest) on behalf of customers at Techcombank.

Customers will be insured for the duration of their installment consumer loans at Techcombank. 

The insurance contract will automatically terminate after customers pay the installment loan (principal and interest) at Techcombank.

This is a product that Techcombank buys as a gift for all customers who were issued Techcombank Visa Platinum credit and debit cards.

The insurance period for the cardholder is equivalent to the validity period of the Visa Platinum card.

Techcombank Visa Platinum cardholders enjoy the following global travel insurance benefits:

(*) POS only charges for the first time (including topup) corresponding to the amount in the illustrated table.